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Agenda

Today’s business reality

Key challenges

The solution: BCM

BCM 3.0

Improvements and additions

Business benefits

Product description

Historical perspective

Converged applications

BCM 3.0 key enhancements

BCM 3.0 features

It’s a winner!

Today’s business reality

Today, businesses of all sizes are increasingly dependent on a variety of communications: voice, fax, email and more.

Branch offices need to meet the needs of local customers – they are at the front line of your organization.

Companies depend on smooth, efficient and reliable voice and data communications within a site.

The pressure is on to keep infrastructure costs down.

Key challenges

Upgrading disparate communications applications and services as your business grows and evolves

Lowering support and management costs

Integrating business processes with head office

Providing the best customer service every time

Containing risk and ensuring network security

The solution: BCM

Offers an all-in-one solution for branch offices and remote locations that supports voice and data

Maximizes cost effectiveness by converging voice and data networks

Simplifies network management and administration

Makes service and upgrades easier because it’s a single vendor platform

Enables applications to be implemented locally at the branch level – for the personal touch that keeps customers coming back

Introducing BCM 3.0

Builds upon the capabilities delivered in previous releases

Increases the value of BCM as a branch office solution, with the introduction of Interactive Voice Response (IVR)

Incorporates “design for serviceability” features to make BCM easier to install, support and service

BCM 3.0 improvements and additions

Improves cost effectiveness

Delivers important business applications

Offers Total Cost of Ownership management benefits

BCM 3.0 improvements and additions

Enhanced management capabilities Reduce Total Cost of Ownership

Hardware platform improvements Reduce cost of installation and

ownership

Improved centralized management capabilities Save time and money by

supporting mass programming changes

BCM 3.0 improvements and additions

Interactive Voice Response (IVR) capability Reduces cost of operations

Simplified installation Saves time and money

Increased security

Business benefits

BCM lets you

Save money by Streamlining costs Improving employee

productivity

Make money by Expanding your market reach Increasing customer loyalty Increasing revenues

Save money Network management

Realize efficiencies and cost savings through simplified networks and centralized/remote management

Moves, adds, changes (MACs) With DHCP and IP telephones, MACs

are as simple as “plug and play,” saving time and service costs

Instant office capabilities Users can instantly make and receive

calls, as well as utilize every phone feature – as if they had never left their office

Save money

Bandwidth efficiency Increase utilization of existing network resources and consolidate

both voice and IP data traffic over a single WAN link.

Unified Messaging Streamline information like email, voice and fax messages

in a single user interface to increase productivity and reduce communications overhead.

Centralized voicemail management Standard greetings, global administration, and a common

interface across the network reduce costs and enhance employee productivity.

Save money

Internet call button With the addition of a voice button on your Web site, toll

charges on customer calls can be reduced dramatically.

Make money

Voice/Web integration that expands your market reach Collaboration between your Web site and a live agent enables

you to proactively deliver customer service.

Computer telephony integration (CTI) that increases customer loyalty Relevant information via screen pops and automated retrieval

of database records allows calls to be handled more efficiently – and with a personal touch.

Advanced contact centers that increase revenue Callers receive more prompt and effective service, so

abandoned calls are converted into additional sales.

Maximize your return on investment

Business Communications Manager helps you get the most out of your telecommunications investment with: Voice and data convergence Simplified management Scalability

ROI: Voice and data convergence

A single (LAN) infrastructure can carry both data and telephony traffic, saving money by eliminating the need to pull separate cables.

Cost-effective remote connectivity for mobile or home users to further reduce operations costs.

Network deployments and reconfigurations are greatlysimplified, saving time and IT costs.

ROI: Scalability

Grow into a fully converged solution at your own pace.

Business Communications Manager architecture is upgradeable – so your technology stays current.

When you’re ready to migrate to new Nortel Networks technology, you can build on Business Communications Manager – your investment is secure.

Product description:Business Communications Manager Overview

Cost-effective converged voice and data solutions

Highly flexible and feature rich

Secure, scalable and highly reliable

Historical perspective

BCM Release History

Enterprise Edge 1.0 – September 28, 1999

Enterprise Edge 1.01 – January 30, 2000

BCM 2.0 – June 22, 2000

BCM 2.5 – July 31, 2001

BCM 2.5 FP1 – April 29, 2002

BCM’s constant evolution keeps your business on the cutting edge.

Converged applications

Business Communications Manager offers a complete suite of converged applications.

Preloaded onto the system Keycode-enabled Activate them on an

as-needed basis Only pay for what you use

Key converged applications

Multimedia Call Center lets you tap into the power of the Internet to reach new customers.

Voice Messaging supplies at least 200 hours of message storage, and up to 1000 voice mailboxes.

Message Networking allows the exchange of voice messages between users at different sites.

Key converged applications

Unified Messaging allows users to manage voice, fax and email messages directly from their multimedia-equipped PC or laptop. Unified PC-based management Microsoft Exchange compliant Also compatible with Netscape

Messenger, Lotus Notes, Qualcomm Eudora Pro, Novell Groupwise

Key converged applications

Call Center and Professional Call Center enable dynamic call handling that helps your customer speak to the right person every time.

Custom Call Routing (CCR) ensures that callers reach the right department or person on the first try.

Fax Messaging allows the user to receive, send and forward faxes in the same fashion as voice messages.

Key converged applications

Mobility options (digital TDM or wireless VoIP) let users publish one telephone number and receive all calls on both their desk sets and their portables.

LAN CTE with Personal Call Manager combines the power of your phone with your desktop computer.

Key converged applications

Unified Manager is a browser-enabled software tool used to manage the BCM at a single site. Standard with every system Unified Services Management Administration and Diagnostics

BCM 3.0 content

BCM 3.0 features

Increased analog stations capacity Increased efficiency of DS-30 resource utilization for

analog stations Doubles the effective number of analog stations on a system Compatible with current ASM module

Enhanced telephony routing Ability to route on 12 digits The ability to route on three routes, rather than just primary

and alternate

BCM 3.0 features

Silent Monitor for Hunt Groups Allows the Hunt Group supervisor to silently

monitor agents for performance purposes. Only Hunt Group calls can be monitored and a password is required, setable by System Admin, to use this feature.

i2050 diagnostics tool Desktop tool to diagnose performance issues

with the i2050

New Symbol NetVision handset support Support for new Symbol VoIP handsets

BCM 3.0 features

Desktop Assistant Pro Admin System administration tool to program sets on a system-wide basis

either locally or remotely

IP Sec Client (16) Currently supports branch-to-branch or branch-to-HQ with tunneling

between BCMs or between a BCM and Contivity server. This client support would provide VPN benefits to stand-alone small sites.

Silent Monitor for Call Center Available on Basic or Professional Call Center Silently monitor individual agent desktops Allows continuous monitoring capability without interruption of

call termination/initiation

BCM 3.0 features

New CallPilot 2.0 Unified Messaging Client Compatibility exercise, no change

in clients supported

BCM400 and BCM200 Hardware Platforms Enhanced hardware platforms to

improve serviceability and increase price competitiveness in small site opportunities

Supports all existing MBMs

Slide-out service tray accommodates field upgrades and initial WAN card installation

BCM 3.0 features

BCM 3.0 Upgrade Upgrades supported from both BCM 2.5 or FP1. Core upload time reduced to ten minutes (versus 45 minutes today), which

will speed up the 3.0 upgrade (planned to take approximately 60 minutes in total) and future patches.

BCM 3.0 features

Increased TDM Station Capacity

BCM 3.0 features

Network Configuration Manager Offers a single view of the network with network-wide capability for BCM Includes a common database for storing and managing BCM system,

inventory and configuration information, and a launch-point BCM element and telset programming tools

BCM 3.0 program: IVR strategy

Based on Nortel’s Portal Solutions IVR portfolio

Leverage Portal Solutions Know-How and Expertise Consistently #1 or #2 market position

Expand BCM Office-in-a-box strategy Integrates the IVR functionality of VPS/MPS with existing BCM features

Resource Sharing of BCM platform IVR on BCM is a software-only IVR solution, no dedicated

hardware resources required

Support Infrastructure Leverage BCM and Portal Solutions pre-and postsales support. PSO, ITAS, existing collateral, training etc.

IVR Futures Future considerations: Voice forms, speech recognition,

evolution to Voice XML

BCM 3.0 program: IVR strategy

IVR on BCM

Market Offer

IVR Run Time Engine Preinstalled as part of BCM 3.0 Keycoded to enable IVR

channels/ports

IVR Application Development Application Development tools

Automate transactions to offer new services at a lower cost

Business Communications Manager 3.0 (BCM IVR) significantly reduces costs by automating functions often conducted by agents. Provides greetings, menu options, voice prompts Plays standard, prerecorded information to callers

(hours of operation, directions, etc.) Collects information from callers such as account numbers,

phone numbers, and confirmations Based on information collected from the caller, BCM IVR retrieves

customer specific information from a host database and reads it to the caller

Product description – BCM 3.0

BCM400 program

Product Concept

Available in a standard model or a redundant feature option

Supports four media bay modules

Supports160 digital stations

Field-installable WAN card

BCM400 advantage

Reduces cost of installation

Improves reliability

Reduces the number of spares needed for support

BCM200 program

Product Concept Half-size version of new chassis Supports two media bay modules Same media bay modules as BCM Same features and services as BCM “Fast Start” installation wizards

Configuration Options Analog X Analog: 4x8 Digital X Analog: T1x8, BRIx8 Analog X Digital: 4x16, 8x16, 8x32 Mix X Digital: T1+ 4x16, BRI+4x16 Digital X Digital: BRIx16, T1x16, T1x32, PRIx32

BCM200 advantage

Broader Market Coverage BCM200 solution addresses both the SMB and the Enterprise market

Completeness of Product Offering Superior integrated value, broader feature set, unparalleled flexibility,

easy installation and competitive pricing

Established Business Partnership between Distribution Channels and Nortel Lower cost of acquisition, training, support, business costs,

marketing programs, etc.

It’s a winner!

Nortel Networks held a 21.2 percent share of the overall U.S. IP-PBX market for the first half of 2001.

Ranked #1 by InfoTech in the under-100-station segment of the North American IP-PBX converged systems category.

In 2002, Gartner ranked Nortel Networks as a leader in converged solutions for the second year in a row.

Nortel Networks leadership in these key areas proves that we are delivering customer-focused solutions across our entire Enterprise portfolio.

In its March 2002 Testing Report, CT Labs called Business Communications Manager a “full-featured, reliable product” that performed “very well” in its performance tests.

Questions?